Airbnb Overview

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

The Difference You Will Make

Airbnb is seeking a Delivery Excellence Manager to join our Community Support organization and lead a team of Team Specialists within Premium Support. This is a new, full‑time people manager position based in Canada East - Remote . You will manage a team of 7-8 Team Specialists across Canada and EMEA, coaching and developing them across three areas of work: subject matter expertise, operations and administration, and projects. You will also help the team move from a small, self‑organizing group to a larger, regionalized operation with more formal systems and processes, including how work is requested, assigned and tracked. You will need hands‑on people management experience (coaching, performance management and developing team members), a background in customer service operations, an understanding of hospitality and premium support, and active use of AI tools in your day‑to‑day work. Experience leading a team through change is essential. Structured project management and data/reporting experience are key to success in this role.

A Typical Day

- Lead the team's subject matter expertise (SME) work as the frontline for Premium Support • Build and nurture an engaged, diverse team of seven to eight Team Specialists across Canada and EMEA.
- Coach and uplevel Team Specialists, supporting and challenging them to meet and exceed expectations.




- Mentor Team Specialists into larger project management initiatives. Create development paths and stretch assignments that take them from owning small work streams to leading cross‑functional projects.
- Identify and implement workflow improvements, maintain and improve Slack‑based processes, and bring insights back to leadership.
- Run the team's operations and administration work in partnership with Workforce Planning: oversee scheduling, including maintaining NICE and related spreadsheets and managing the scheduling inbox.
- Set and track targets for the quality, volume and turnaround of consult output, making sure the team provides the right types of consults.
- Build a systematic, capacity‑based approach to work intake and distribution in place of informal volunteering, and balance workloads fairly across the team.
- Run the team’s operations and administration work in partnership with Workforce Planning, including scheduling, NICE and related spreadsheets, and the scheduling inbox.
- Identify and implement workflow improvements, and maintain and improve Slack‑based processes.
- Drive projects that scale operations and bring performance insights to Premium Support leaders: Lead and coach Team Specialists to run fully structured projects, including process design, communications, change management plans and success tracking.
- Drive automation and scaling initiatives,



including AI‑enabled tools that replace manual, spreadsheet‑based processes.
- Bring performance insights from consult and admin work to Premium Support managers and leaders to support coaching and performance improvement.
- Build and nurture an engaged & diverse team across Canada and EMEA.
- Own and manage end‑to‑end people strategy and operations, including hiring, driving onboarding, talent development, and people engagement/wellness/morale.
- Lead the team through change as it moves from small, self‑organized ways of working to more formal, regionalized systems and processes.
- Keep up with day‑to‑day management, including flexing your schedule to overlap with team members in EMEA when needed.

Your Expertise

- 8+ years of progressive experience in contact center or customer service operations, including increasing responsibilities in strategy, operations optimization, and involvement in data and technology‑driven programs.
- Direct people management experience, including coaching, performance management and developing team members.
- BA/BS degree required; MBA or equivalent Master’s degree strongly preferred.
- Background in customer service operations, with an in‑depth understanding of how agents and managers work at scale and how to run operations effectively.
- Hospitality or premium tier support knowledge, with a clear sense of what positive looks like in supporting frontline teams.
- AI fluency: active use of AI tools in your day‑to‑day work, with comfort leading a team that is rapidly adopting AI in its workflows.
- Change management skills, with the ability to lead a team through a transition from informal to stru

📌 Delivery Excellence Manager (Montreal)
🏢 Airbnb
📍 Montreal